Assistant Manager - Customer Lifecycle Management

Ketto Online Ventures Pvt Ltd; Mumbai; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Ketto Online Ventures Pvt Ltd in Mumbai seeks a data-driven CRM Executive to design and optimize customer lifecycle journeys across multiple channels, aiming to boost engagement, retention, and revenue.

The role requires hands-on use of CRM platforms like CleverTap/WebEngage/MoEngage, strong analytical skills, and collaboration with product, analytics, and content teams to drive outcomes.

Qualifications

• 3–5 years of experience in CRM, Lifecycle Marketing, Retention Marketing, or Customer Engagement.
• Hands‑on experience with at least one CRM automation platform such as CleverTap, WebEngage, MoEngage, or similar.
• Strong understanding of customer lifecycle management and marketing automation.
• Experience in customer segmentation, cohort analysis, and campaign optimization.

Responsibilities

• Create, manage, and optimize lifecycle journeys across Email, WhatsApp, SMS, Push Notifications, In‑App, and other channels.
• Build and execute automated customer journeys for onboarding, activation, retention, re‑engagement, churn prevention, and win‑back campaigns.
• Create audience segments based on customer behavior, demographics, engagement, and transaction data.
• Set up and monitor campaigns in CleverTap, WebEngage, MoEngage, or similar CRM platforms.
• Conduct A/B testing on messaging, creatives, timing, channels, and user journeys to improve performance.
• Track campaign performance and share actionable insights through regular reporting.
• Work closely with Product, Analytics, Design, and Content teams to improve customer engagement and conversion.
• Ensure data accuracy and campaign quality through regular audits and testing.
• Analyze customer behavior and identify opportunities to improve retention, repeat usage, and customer lifetime value.

Skills

CRM lifecycle

Retention marketing

Audience segmentation

A/B testing

Stakeholder management

Tools

CleverTap

WebEngage

MoEngage

Job description

Assistant Manager - Customer Lifecycle Management

3-5

Full-Time

CRM Assistant Manager/Manager – Customer Lifecycle & Retention

Experience: 3–5 Years

Department: CRM / Customer Lifecycle Management

About the Role

We are looking for a data-driven and customer-focused CRM Executive to manage customer lifecycle journeys, engagement campaigns, and retention initiatives across multiple communication channels. The ideal candidate should have hands‑on experience with CRM automation platforms such as CleverTap, WebEngage, MoEngage or similar tools.

The role involves building and optimizing automated customer journeys, audience segmentation, campaign execution, experimentation, and performance analysis to drive engagement, retention, and revenue growth.

Key Responsibilities

• Create, manage, and optimize lifecycle journeys across Email, WhatsApp, SMS, Push Notifications, In-App, and other channels.
• Build and execute automated customer journeys for onboarding, activation, retention, re‑engagement, churn prevention, and win‑back campaigns.
• Create audience segments based on customer behavior, demographics, engagement, and transaction data.
• Set up and monitor campaigns in CleverTap, WebEngage, MoEngage, or similar CRM platforms.
• Conduct A/B testing on messaging, creatives, timing, channels, and user journeys to improve performance.
• Track campaign performance and share actionable insights through regular reporting.
• Work closely with Product, Analytics, Design, and Content teams to improve customer engagement and conversion.
• Ensure data accuracy and campaign quality through regular audits and testing.
• Analyze customer behavior and identify opportunities to improve retention, repeat usage, and customer lifetime value.

Required Skills & Qualifications

• 3–5 years of experience in CRM, Lifecycle Marketing, Retention Marketing, or Customer Engagement.
• Hands‑on experience with at least one CRM automation platform such as CleverTap, WebEngage, MoEngage, or similar.
• Strong understanding of customer lifecycle management and marketing automation.
• Experience in customer segmentation, cohort analysis, and campaign optimization.
• Knowledge of Email, WhatsApp, SMS, Push Notifications, and In-App engagement channels.
• Strong analytical skills with the ability to interpret campaign and customer data.
• Familiarity with A/B testing methodologies and performance measurement.
• Basic understanding of SQL and analytics tools is a plus.
• Excellent communication and stakeholder management skills.

Preferred Experience

• Experience working in E-commerce, Fintech, Consumer Internet, HealthTech, EdTech, Gaming, Subscription, or Marketplace businesses.
• Exposure to retention, loyalty, subscription, or repeat purchase programs.
• Experience handling large customer databases and high‑volume campaigns.

Required Skills

Problem Solving Ability Ability to work/deliver under pressure Attitude and behavior in the workplace Communication